XTN-BFDE791 | SR. REPORTS ANALYST

Become an expert in our full suite of customer analytics, conduct in depth analysis into contact center metrics, create dashboards for self-servicing KPIs, and build production-grade data models to serve as the foundation for customer analytics. Reporting to the Manager, Voice-of-Customer, the Reports Analyst will partner across the global Customer Service organization and partner with Zenni’s Data Engineering team

13th Month Pay 

Complimentary lunch and coffee available in office

• Analyze data and metrics on Customer Service team operations and performance

• Regularly report to internal Zenni stakeholders of all levels

• Identify trends to optimize performance

• Build, own, and maintain a system of data models, transforming raw data into aggregated tables that feed into dashboards and ad hoc investigations

• Design metrics and production dashboards using data visualization tools to create visibility into customer service health

• Maintain and iterate on your dashboards to continue to drive increased value through additional business insights

• Monitor business health and deep-dive trends to surface actionable insights and recommendations and then measure results once plans are implemented

• Identify service anomalies based on user interaction patterns to minimize the occurrence of customer complaints

• Interface with cross-functional stakeholders to partner on data-informed strategic decision-making

• Bachelor's degree with a background in Math, Economics, Statistics, or other quantitative fields

• 2+ years of experience in Data Analytics

• Experience with a data visualization tool (e.g. Looker)

• Excellent verbal and written English communication skills

• Strong problem-solving skills and the ability to propose innovative solutions

• Effective project management skills with the ability to prioritize and manage multiple tasks

• Extensive SQL Skills

• Knowledge of CRM and CCaaS systems and their integration with business processes

• Analytical thinking with a focus on translating data insights into actionable strategies